Building a flexible voice infrastructure to handle an increasing number of users and applications while maintaining the personal service feel of a community bank.

The Challenge

Equity needed to build a flexible voice infrastructure to handle an increasing number of users and applications. This is while maintaining the personal service feel of a community bank, while deploying technology to support cost-effective growth.
Further, another challenge was bringing skills-based routing to the help desk and contact centre for smarter resource use.

Value Created

Equity maintains a leaner business model as it grows, with a skills-based contact centre

The bank expands the reach of high-value, revenue-generating services by connecting customers and experts with Contact Centres

Better, Smarter Customer Service

Initially, Equity deployed Avaya Elite Agent for its internal call centre the previous system fell short in terms of skills-based routing, integration features and reporting. As part of the Avaya Aura Interaction Centre deployment, Equity Bank also upgraded to Avaya Aura Platform

“We upgraded to Aura for lots of reasons, it was time to grow in the contact centre software and reporting, but we also want integration with email and web chat. It’s allowing us to provide better service to the customer and smarter service for the organization. And AIC was integrated to Seibel CRM”

“We moved to Aura for lots of reasons. It was time to grow in the contact centre software and reporting, but we also want integration with email and web chat. Thus, allowing us to provide better service to the customer and smarter service for the organization”

Affordable Scalability through the Avaya Partnership

Equity Bank is tackling its goals through:

Efficiency and growth targets

Support for expanded product offerings for customers

Personal service that customers expect from a community bank

Maintaining a leaner business model as it grows, with a skills-based contact centre and that means staff are not handling mundane tasks like password resets, but focusing on higher-value interactions.

Final Solutions:

Avaya Aura® Platform

Avaya Aura® Communication Manager

Avaya Aura® Interaction centre call centre application

Avaya Pro-active dialler

Avaya branch telephony

Avaya CMS

AVAYA WF

Data and Application Security

Data and Application Security

With a regional presence in East Africa, Including Kenya, Uganda, Rwanda and Tanzania, Sybyl is able to deploy ICT Solutions in Africa to global standards with our expertise. We would like to be the partner of choice for your organizations in this region by creating and building sustainable ICT enterprise solutions that are reliable, cost effective and are focused on meeting your business needs.